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Wed. Dec 11th, 2019

CRM Application Support Officer

First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi. We are recruiting to fill the vacant position below: CRM Application Support Officer Ref Id: 1900005X Location: Lagos Job: FBN Gen. Job family Grade Range – From : Banking Assistant Grade Range – To : Banking Officer Organization: DMD Directorate Schedule: Regular Shift: Standard Job Type: Full-time Duties & Responsibilities Application Support: • Collect data on consumer insights concerning CRM programs and the business • Implement CRM strategies, programs, report requirement and list views • Ensure all data fields are correctly populated at all times. • Provide central point of contact for all change requests and system alterations • Prevent unauthorized access by ex-employees etc. • Analyze potential issues and determine solutions for end users. • Identify, correct and communicate errors made by system users. • Responsible for L1 issues, resolving errors or escalating identified bugs to L2 for fixing. Help Desk Administration: • Provide support to stakeholders and business units using the solution • Provide support by troubleshooting and solving user or system issues whilst responding in a timely fashion. • Keep a monthly statistics report and monitor platform usage to determine business solutions for business recognized needs • Serve as the liaison between the sales and technical teams in executing the Bank’s customer relationship management strategy • Build custom reports and user-specific dashboards as required. • Execute marketing campaigns to educate, reduce dormancy, increase profitability etc. and manage them through the complete campaign life cycle (plan, test, execute, measure and refine. Training: • Develop, maintain and enhance training materials and user documentation. • Conduct CRM training programs for staff. • Instruct new users on the application and train existing users on best practices & new functionality. Qualifications/Requirements Education: • B.Sc in Computer Science, IT or other relevant discipline Experience: • Experience in administering Microsoft Dynamics 365, Case Process Configuration, Sales Process Configuration, Power Apps, Power BI etc

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